Senior Customer Experience & Support Ops Lead

Ōura; United States; On-site; USD 104,000 - 150,000; Full time

Benefits offered by this job

Competitive salary and equity packages

Health, dental, vision insurance

Paid time off and holidays

Sick leave and parental leave

Employee discounts

Job summary

Oura is seeking a Senior Support Operations Lead to design and optimize complex member journeys, focusing on warranty replacements. You will turn high-friction points into scalable workflows and cross-functional programs, collaborating with Product, Engineering, Fraud, Finance, and Logistics.

Ideal candidates will excel in root-cause analysis, project management, and executive communication, with a track record of improving customer experience and operational quality at scale.

Qualifications

• 8+ years in support operations or related roles in fast-moving environments.
• Ability to translate complex operational challenges into scalable workflows and routing logic.
• Strong root-cause analysis across multiple data sources and metrics.
• Excellent written and verbal communication for executive audiences.
• Experience producing clear operational documentation, SOPs, or training materials.
• Collaborative spirit and ability to partner across support, product, engineering, logistics, and analytics teams.

Responsibilities

• Map and improve end-to-end member journeys across complex support experiences, especially warranty replacements.
• Translate operational pain points into clear future-state workflows, decisions, and guardrails.
• Partner with stakeholders across teams to align on journey design priorities and ensure cross-system solutions.
• Own cross-functional improvement initiatives from problem definition through rollout and monitoring.

Skills

Customer journey design

Root-cause analysis

Project management

Executive communication

Data-driven decision making

Tools

Zendesk

NetSuite

Narvar

Tableau

Job description

Oura is seeking a Senior Support Operations Lead to design and optimize complex member journeys, focusing on warranty replacements. You will turn high-friction points into scalable workflows and cross-functional programs, collaborating with Product, Engineering, Fraud, Finance, and Logistics.

Ideal candidates will excel in root-cause analysis, project management, and executive communication, with a track record of improving customer experience and operational quality at scale.